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Cathy of Indianapolis, IN December 9, 2008
Cathy of Indianapolis IN (12/09/08)
We purchased both a 5000 Queen dual-control bed and a 3000 single control Full sized bed 3.5 years ago. While we've never any a single problem with the fullsize bed, we have gained new and bigger problems each of the 3 years. Year 1 - rolling towards the center (fix = send us free foam). We still had to buy more foam to eliminate the problem. Year 2 - the foot (which we paid them to setup)now sits 3 off the floor. Year 3 - currently - 1 side of the bed loses all air in 1 hr. Their solution - pay us another 50 to get a new air chamber and install it yourself - hoping we don't encounter even more problems. The service supervisor did provide the Chairman's name and address when I requested it. I'm sure she thought I wouldn't bother writing - but I am TODAY!
Sleeping on the sofa for a week plus while trying to resolve the problems with Customer Service via email & on the phone + >3000 for a bed and linens (which you have to get from them in order to fit properly) which will now be replaced in 3.5 years. Keith of Hewlett, NY December 4, 2008
Keith of Hewlett NY (12/04/08)
Addendum to 11/26 complaint: Guess what the connector finally arrived on 12/1, bad news- ITS THE WRONG ONE. Call Devon at Select Comfort. Finally a person that takes some pride in his job (Too bad he works for Select Comfort). We found out they had sent standard connector. Unfortunately I own the 7000 series that needs a special size, and he sent it out UPS Next Day. A full pump upgrade kit arrived today 12/3.
Finally, I thought this problem could be fixed. Replaced the connector with right size, closed up bed and then.... Control was now reading two lines (--) and when I pushed another button I got ER (ERROR).
Again I called Select Comfort and got a rep by name Chris. Seemed genuine and we tried to troubleshoot problem, to no avail. Then he tells me it must be the pump and my cost will be 450. I was about to smack him through the phone when I noticed the power cord connection into pump was distorted. Evidently when bed was setup they damaged the cord and it broke.
Well I'm spending the 6 + S/H (11) and hopefully the expedited delivery will have the bed working by...Xmas? Guess what if it doesn't work right then I will have a 7000 series for sale on eBay. Though I'll probably have to pay someone to take it.
Continued extreme physical and emotional duress -Inconvience of Useage (underinflated) Chris of Lake Saint Louis, MO December 4, 2008
Chris of Lake Saint Louis MO (12/04/08)
Beware of Select Comfort Service and Support. We've owned a Select Comfort Matress for 2.5 years. We recently had a failure with the firmness controller. The controller is attached to the pump and there are no customer replaceble parts. The answer is for Select Comfort to provide a REFURBED pump at a cost of 154.00 (claiming 28% of the cost). We could chose to by a new pump for 550.00. Anyone who has seen a pump would see this as customer price goudging.
We also MUST pay for shipping of the pump and MUST return the old pump again at our cost to ship. If you own a bed and have a similar failure maybe you can get our old pump. No extention to the Warantee no knowledge of where it's been before it lives next to your bed. Of coarse it would have been repaired by the service team at Select Comfort.
Cost of a VERY EVPENSIVE product with VERY POOR after sales support. Carol of Burney, CA December 3, 2008
Carol of Burney CA (12/03/08)
i bought 2 beds in 2000 or2001 and loved them. a year or 2 later mine started to leak. eventually i discarded it and have missed it terribly. i didn't save the paperwork so i didn't bother calling or complaining. today i decided to buy another sleep comfort and somehow found the complaints. thanks to everyone so much. now i guess i will just buy a blow up bed. i tried the memory foam and that was miserable. air is the only thing comfortable. i am very disappointed but glad to know the score. thanks
i really would just like to have a comfortable air bed. Michael of Palmdale, CA December 3, 2008
Michael of Palmdale CA (12/03/08)
I bought a select comfort bed, top of the line 9000 series bed for 4,492.36 on Sept 6, 2008. Since day one we have had a series of problems. Air mattress chambers leaked, pump did not work, bed did not come with correct foam as promised, remote's did not work (twice), the connections did not work from hose to pump. We tried to send the bed back and Select Comfort kept saying we had to keep replacing the above items. After all of this, our 30 day trial period was up. I believe this is Select Comfort's goal, so you cannot return the bed. They also told us there was a 20 year warranty, what they did not tell us that that is only for 2 years, then you can end up paying 68% or higher for replacements. Select Comforter just recently added the information about the only 2 year coverage, they did not explain this before. They are very deceitful.
Our bed still leaks air (which Select Comfort say's is normal but forgot to tell you this when you purchased it, again deceitful),the pillow top is shifting. My Husband has his side set on level 50 and wakes up on a setting of 15. I had cervical and lumbar surgery and thought this would help my back but have more problems than before, especially when the air will not stay in it! We have complied to every thing that Select Comfort has asked us to do over the year and the bed still does not hold air. It is there fault that they kept us on the line/hook for all these month's to keep testing components/parts at their request. Now they say we had the bed too long and we knew the contract was a 30 day only return policy.
I think this is un-fair when we have been calling them to let then know the bed was not up to standard quality or even the quality that they advertised it should be. When we started all of this replacing of parts, we asked what if none of this works and our 30 days is up, they told us not to worry, that they have a record of all the complaints and would honor it. Well I have called and told them that we are done trying and are sleeping on our guest bed because our backs hurt so bad and to come get the bed.
Now, they seem to forgot about honoring the track record of problems and tell me I am stuct with it and the 4,492.26 price. I put this on their credit card GE Money Bank for Select Comfort and have not paid a penny on it. Please help me in returning this bed and a full refund. Even cars have a lemon law, if this is bed is not a lemon then what is it?
My husband is now having low back pain, who never had pain before. I had back surgery in 2004 for cervical and 2005 for lumbar. I took a year off to recover and was fine, now I can hardly sit a work or walk because my back pain is so bad because the air goes out and does not support my spine. I now am sleeping on my guest bed.
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